AGENDA

Interactive & Highly Collaborative Content

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com

10apr7:00 PMSaturday, April 10, 2021 | Arrival DayArrive Saturday to participate in Sunday’s Networking Activity.
Suggested Arrival Time
7:00 PM

11apr8:30 AMFeaturedSunday, April 11, 2021 | Networking Day and Customer Engagement Leadership Council MeetingLink in, relax, meet-and-greet during special activities devoted to making new contacts and new friends. *Please note Networking Day is open to all event participants and sponsors. Participation in the Customer Engagement Leadership Council Annual Meeting is restricted to Council Members only.8:30 AM

11apr8:30 AMSip & SailHosted By: VERINT8:30 AM

11apr3:00 PMCustomer Engagement Leadership Council Meeting3:00 PM

11apr3:15 PMSponsor Workshop3:15 PM

11apr4:30 PMCustomer Engagement Leadership Council Meeting Concludes4:30 PM

11apr4:45 PMSponsor Registration & Orientation Reception4:45 PM

11apr6:00 PMPresenter & Thought Leader Orientation6:00 PM

11apr6:45 PMMeet 'n' Greet6:45 PM

11apr7:30 PMWelcome Networking Reception & Event Kickoff7:30 PM

12apr7:45 AMFeaturedMonday, April 12, 2021 | General Session and Exhibition7:45 AM

12apr7:45 AMRegistration, Breakfast, and ExhibitionRegistration Items Hosted By: Inspiro
Featured Demonstration Hosted By: Salesforce
7:45 AM

12apr8:30 AMWelcome & Headliner – The Future of CX Is Here: Is Your People Strategy Keeping Up with Your Tech Strategy?8:30 AM Headliner: Gary Magenta, Chief Change Architect and Senior Vice President, Customer Experience, Root

12apr9:20 AMNavigating the 16th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange9:20 AM

12apr9:30 AMSuccess Story – Determining and Measuring Outcomes for Impact!9:30 AM Rockstar Insights: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company
Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

12apr9:50 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: ServiceNow9:50 AM

12apr10:20 AMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free,
participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
10:20 AM

12apr10:20 AMStrategic Boardroom Zone 1: Becoming a CX Leader: Create the Right People Strategy for Your Business10:20 AM Fab Facilitator: Gary Magenta, Chief Change Architect and Senior Vice President, Customer Experience, Root

12apr10:20 AMCase History Zone 2: The Critical Role of the Contact Center in the Experience Economy10:20 AM Fab Facilitator: Tommy Minta, Digital Solution Lead, North America, Genesys

12apr10:20 AMCase History Zone 3: Employee Experience: Leveraging Data to Drive Down Employee Effort10:20 AM Fab Facilitator: Neil Crane, Vice President, IT and Product, Cicero

12apr10:20 AMCase History Zone 4: Intelligent Automation: Simplifying Complex Customer Interactions for the Agent10:20 AM Fab Facilitator: Scott Merritt, Vice President, Global Head of Automation, Jacada

12apr10:20 AMCase History Zone 5: Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation10:20 AM Fab Facilitator: Jacob Britt, Senior Manager, Business Development, Aceyus
Paige Delk, Industry Consultant, Customer Data Analytics Expert

12apr10:20 AMCase History Zone 6: Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer10:20 AM Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP
Sourjo Basu, Director, Digital Support, Samsung Electronics America

12apr11:15 AMSession to Session Travel Time11:15 AM

12apr11:20 AMInteractive – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling. – OR –11:20 AM

12apr11:20 AMExecutive Presentation and Crowdsource – The Threat of Automation: Ideas for Addressing Fear and Resistance11:20 AM Rockstar Insights: Jamie Homen, Vice President, Customer Service and Support, CareerBuilder

12apr12:00 PMExecutive Presentation and Crowdsource – Budget Optimization: Ideas for Driving Out Cost in the Contact Center12:00 PM Rockstar Insights: Rena Thompson, Director of Call Center Operations, Cleveland Clinic

12apr12:35 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, ServiceNow12:35 PM

12apr1:40 PMSession to Session Travel Time1:40 PM

12apr1:45 PMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free,
participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
1:45 PM

12apr1:45 PMStrategic Boardroom Zone 1: Meeting the Unique Challenges of the Enterprise Contact Center1:45 PM

12apr1:45 PMRoundtable Zone 2: Beyond the Contact Center: Championing an Organization-Wide Effortless Experience1:45 PM Fab Facilitator: Devinder Singh, Vice President, Global Business Solutions, Teleperformance

12apr1:45 PMRoundtable Zone 3: Measuring the Agent Experience to Propel Contact Center Efficiencies1:45 PM Fab Facilitator: Michael Kropidlowski, Senior Director, Product Marketing, Aspect

12apr1:45 PMRoundtable Zone 4: Transforming Service: Building Powerful Knowledge Bases and Communities1:45 PM Fab Facilitator: Tom Brennan, Global Director, Customer Service Transformation, ServiceNow

12apr1:45 PMRoundtable Zone 5: Soft Benefits Driving AI Decisions, More than ROI1:45 PM Fab Facilitator: Jim Freeze, Chief Marketing Officer, Interactions

12apr1:45 PMRoundtable Zone 6: Leveraging Six Sigma in the Contact Center1:45 PM Fab Facilitator: Dominique Jaritz, Chief Executive Officer, ThinkOwl Japan
Nina Brown, Vice President, Client Solutions, Datamark

12apr3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

12apr3:40 PMInteractive – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.– OR –3:40 PM

12apr3:40 PMThe Fix – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesShare your smarts! Choose between eight themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty minute rapid fire sessions with four rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.3:40 PM

12apr4:55 PMSession to Session Travel Time4:55 PM

12apr5:00 PMSuccess Story – Integrating the Contact Center into the Organization-Wide Digital Experience5:00 PM Rockstar Insights: Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

12apr5:30 PMNetworking Reception5:30 PM

13apr6:45 AMFeaturedTuesday, April 13, 2021 | General Session and Exhibition6:45 AM

13apr6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners! 6:45 AM

13apr6:45 AMBeach YogaCalling all yogis! 6:45 AM

13apr8:00 AMBreakfast and ExhibitionFeatured Demonstration Hosted By: SmartAction 8:00 AM

13apr8:45 AMIce Breaker and Headliner – Transforming Your Capabilities, Tools and Processes for the Future8:45 AM Headliner: Kyle Pottinger, Senior Vice President, Ticket Sales & Service, Phoenix Suns

13apr9:45 AMFrost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:45 AM

13apr9:50 AMAsk The Experts! Panel Discussion - Earning an A for Effortless9:50 AM Moderator: Rachelle Dever, Vice President, Customer Relations & Brand Experience, Signature Flight Support Panelists Include: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company
Santiago Cuarterola, Vice President, Customer Service, Safrapay
Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

13apr10:40 AMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Eventus Solutions Group10:40 AM

13apr11:40 AMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free,
participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
11:40 AM

13apr11:40 AMStrategic Boardroom Zone 1: Customer Support: Your Call is Very Important to Us!11:40 AM Fab Facilitator: Julie Weingardt, Vice President, Operations, Turo

13apr11:40 AMRoundtable Zone 2: Measuring the Cross Channel Customer Experience11:40 AM

13apr11:40 AMRoundtable Zone 3: Deflect Traffic, Reduce Costs and Improve CX with AI: Real World Use Cases11:40 AM Fab Facilitator: Fred Stacey, General Manager, Cloud Call Center Search, a Division of Outsource Consultants

13apr11:40 AMRoundtable Zone 4: Using Customer Journey Analytics to Improve Agent Effectiveness and CX11:40 AM Fab Facilitator: Lauren Kindzierski, Vice President of Consumer Engagement Solutions, HGS

13apr11:40 AMRoundtable Zone 5: Aligning the Brand and Self Serve Strategy11:40 AM

13apr12:40 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: TTEC12:40 PM

13apr1:45 PMSession to Session Travel Time1:45 PM

13apr1:50 PMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free,
participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
1:50 PM

13apr1:50 PMStrategic Boardroom Zone 1: Gaining Top Down Support for Customer Centricity Across the Enterprise1:50 PM

13apr1:50 PMThinkTank Zone 2: Designing the (Conversational) AI Experience with the Human Perspective1:50 PM Fab Facilitator: Mark Landry, Human Experience Activist, SmartAction
Patty Kleinfeldt, Director of Q&E, AAA National

13apr1:50 PMThinkTank Zone 3: Deepening the Link Between Quality and Employee Engagement1:50 PM Fab Facilitator: Siobhan Miller, Vice President, Portfolio Market Strategy, Verint Customer Engagement Solutions

13apr1:50 PMThinkTank Zone 4: Finding the Ideal Balance for Your CX - Automation, AI and Agent Support1:50 PM Fab Facilitator: Aleks Bogdanovski, President, North America, Acquire BPO

13apr1:50 PMThinkTank Zone 5: Cutting Through the Digital Transformation Hype - The Role of Technology in Delivering Improved CX and Cost Reductions1:50 PM Fab Facilitator: Rafael Domene, Partner, TTEC

13apr3:20 PMNetworking, Refreshments, and Exhibition Break3:20 PM

13apr3:50 PMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free,
participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Best Practice sessions examine a real world use case, dissect the best practices employed and explore how to apply them to your own initiative and company

Choose one of the following zones:
3:50 PM

13apr3:50 PMBest Practice Zone 2: Driving Real Customer Value Using Analytics3:50 PM

13apr3:50 PMBest Practices Zone 3: Continuous Learning, Continuous Practice, Continuous Improvement!3:50 PM Fab Facilitator: Bryan Naas, Director of Sales Enablement, Lessonly
Amanda Burleson, Training & Development Specialist, WebMD

13apr3:50 PMBest Practices Zone 4: Enhancing Agent Productivity and Performance, Real Time3:50 PM Fab Facilitator: Jeff Rosenthal, Director, Service Cloud Product Success, Salesforce

13apr3:50 PMBest Practices Zone 5: Design Thinking: Orchestrating the Contact Center of the Future3:50 PM Fab Facilitator: Greg Weber, Chief Technology Officer, Eventus Solutions Group

13apr4:50 PMSession to Session Travel Time4:50 PM

13apr4:55 PMSuccess Story – Nurturing Your Manager’s Professional Development4:55 PM Rockstar Insights: Santiago Cuarterola, Vice President, Customer Service, Safrapay

13apr5:15 PMSuccess Story – Advancing an Agent’s Career Development5:15 PM Rockstar Insights: Steve Riddell, Head of Customer Experience, Better.com

13apr5:30 PMGeneral Session Concludes5:30 PM

13apr6:00 PM16th Annual Customer Contact East Beach Party and Olympics6:00 PM

14apr7:15 AMFeaturedWednesday, April 14, 2021 | General Session, Exhibition and Site Tour7:15 AM

14apr7:15 AMBeach YogaCalling all yogis!7:15 AM

14apr7:15 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!7:15 AM

14apr8:30 AMBreakfast and ExhibitionFeatured Demonstration Hosted By: Aspect8:30 AM

14apr9:10 AMKickoff and Headliner - Playing Offense: Unleash the Talents, Passions, and Potential of Your People9:10 AM Headliner: Paul Epstein, Chief Executive Officer & Founder, Purpose Labs

14apr10:15 AMSuccess Story – Collaborating to Drive Efficiencies and Process Improvements Across the Enterprise10:15 AM

14apr10:35 AMNetworking, Refreshment, and Exhibition Break10:35 AM

14apr11:05 AMOn The Radar – Harnessing the Next Wave of Emerging Technologies in the Contact Center11:05 AM Rockstar Insights: Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

14apr11:35 AMInsights and Ideas Roundup – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the ProgramParticipants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.11:35 AM

14apr12:15 PMContent for the 16th Annual Customer Contact East Concludes12:15 PM

14apr1:00 PMContact Center Site Tour and Executive RoundtableShuttle Check In. Lunch will be provided.1:00 PM

14apr3:30 PMCustomer Engagement Leadership Council Executive Roundtable on Effortless Agent Experience and Engagement3:30 PM

14apr4:30 PMSite Tour and Executive Roundtable ConcludeShuttle Transportation to Fort Lauderdale Marriott Harbor Beach Resort & Spa Provided.4:30 PM

NETWORKING DAY AND CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL MEETING
Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.
Participation in the Customer Engagement Leadership Council Annual Meeting is restricted to Council Members only.

11apr8:30 AMSip & SailHosted By: VERINT8:30 AM

11apr3:00 PMCustomer Engagement Leadership Council Meeting3:00 PM

11apr3:15 PMSponsor Workshop3:15 PM

11apr4:30 PMCustomer Engagement Leadership Council Meeting Concludes4:30 PM

11apr4:45 PMSponsor Registration & Orientation Reception4:45 PM

11apr6:00 PMPresenter & Thought Leader Orientation6:00 PM

11apr6:45 PMMeet 'n' Greet6:45 PM

11apr7:30 PMWelcome Networking Reception & Event Kickoff7:30 PM

GENERAL SESSION AND EXHIBITION

12apr7:45 AMRegistration, Breakfast, and ExhibitionRegistration Items Hosted By: Inspiro
Featured Demonstration Hosted By: Salesforce
7:45 AM

12apr8:30 AMWelcome & Headliner – The Future of CX Is Here: Is Your People Strategy Keeping Up with Your Tech Strategy?8:30 AM Headliner: Gary Magenta, Chief Change Architect and Senior Vice President, Customer Experience, Root

12apr9:20 AMNavigating the 16th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange9:20 AM

12apr9:30 AMSuccess Story – Determining and Measuring Outcomes for Impact!9:30 AM Rockstar Insights: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company
Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

12apr9:50 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: ServiceNow9:50 AM

12apr10:20 AMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free,
participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
10:20 AM

12apr10:20 AMStrategic Boardroom Zone 1: Becoming a CX Leader: Create the Right People Strategy for Your Business10:20 AM Fab Facilitator: Gary Magenta, Chief Change Architect and Senior Vice President, Customer Experience, Root

12apr10:20 AMCase History Zone 2: The Critical Role of the Contact Center in the Experience Economy10:20 AM Fab Facilitator: Tommy Minta, Digital Solution Lead, North America, Genesys

12apr10:20 AMCase History Zone 3: Employee Experience: Leveraging Data to Drive Down Employee Effort10:20 AM Fab Facilitator: Neil Crane, Vice President, IT and Product, Cicero

12apr10:20 AMCase History Zone 4: Intelligent Automation: Simplifying Complex Customer Interactions for the Agent10:20 AM Fab Facilitator: Scott Merritt, Vice President, Global Head of Automation, Jacada

12apr10:20 AMCase History Zone 5: Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation10:20 AM Fab Facilitator: Jacob Britt, Senior Manager, Business Development, Aceyus
Paige Delk, Industry Consultant, Customer Data Analytics Expert

12apr10:20 AMCase History Zone 6: Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer10:20 AM Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP
Sourjo Basu, Director, Digital Support, Samsung Electronics America

12apr11:15 AMSession to Session Travel Time11:15 AM

12apr11:20 AMInteractive – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling. – OR –11:20 AM

12apr11:20 AMExecutive Presentation and Crowdsource – The Threat of Automation: Ideas for Addressing Fear and Resistance11:20 AM Rockstar Insights: Jamie Homen, Vice President, Customer Service and Support, CareerBuilder

12apr12:00 PMExecutive Presentation and Crowdsource – Budget Optimization: Ideas for Driving Out Cost in the Contact Center12:00 PM Rockstar Insights: Rena Thompson, Director of Call Center Operations, Cleveland Clinic

12apr12:35 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, ServiceNow12:35 PM

12apr1:40 PMSession to Session Travel Time1:40 PM

12apr1:45 PMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free,
participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
1:45 PM

12apr1:45 PMStrategic Boardroom Zone 1: Meeting the Unique Challenges of the Enterprise Contact Center1:45 PM

12apr1:45 PMRoundtable Zone 2: Beyond the Contact Center: Championing an Organization-Wide Effortless Experience1:45 PM Fab Facilitator: Devinder Singh, Vice President, Global Business Solutions, Teleperformance

12apr1:45 PMRoundtable Zone 3: Measuring the Agent Experience to Propel Contact Center Efficiencies1:45 PM Fab Facilitator: Michael Kropidlowski, Senior Director, Product Marketing, Aspect

12apr1:45 PMRoundtable Zone 4: Transforming Service: Building Powerful Knowledge Bases and Communities1:45 PM Fab Facilitator: Tom Brennan, Global Director, Customer Service Transformation, ServiceNow

12apr1:45 PMRoundtable Zone 5: Soft Benefits Driving AI Decisions, More than ROI1:45 PM Fab Facilitator: Jim Freeze, Chief Marketing Officer, Interactions

12apr1:45 PMRoundtable Zone 6: Leveraging Six Sigma in the Contact Center1:45 PM Fab Facilitator: Dominique Jaritz, Chief Executive Officer, ThinkOwl Japan
Nina Brown, Vice President, Client Solutions, Datamark

12apr3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

12apr3:40 PMInteractive – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.– OR –3:40 PM

12apr3:40 PMThe Fix – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesShare your smarts! Choose between eight themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty minute rapid fire sessions with four rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.3:40 PM